KPIs & Metrics 101
Everything you need to know about KPIs to start your data driven journey
KPIs & Metrics 201
Real life business examples of KPIs and how to establish key business metrics
The Customer Service Representatives (CSR) Occupancy metric allows you to monitor how much of an agent’s time is being spent on calls, and to ensure that there is enough time for agents to complete other tasks.
Time used to handle customer requests/Total work time
Example of KPI target
80% call time